28 System Upgrades jobs in Islamabad

Inbox is seeking a highly skilled and proactive Technical Support Specialist to manage and optimize our virtual infrastructure environment. This role will involve administering, designing, and deploying VMware and Hyper-V products while ensuring the performance, availability, and reliability of both virtual and physical infrastructure. The ideal candidate will have extensive experience in managing virtual environments, troubleshooting complex issues, and maintaining documentation to support continuous operations.

Responsibilities

• Administer, configure, and maintain virtual infrastructure solutions using VMware and Hyper-V products.
• Design, deploy, and optimize virtual environments based on business needs and capacity planning.
• Perform detailed performance tuning for both virtual and physical infrastructure.
• Conduct capacity planning and forecasting to ensure optimal resource utilization and scalability.
• Configure and manage Virtual Infrastructure High Availability (HA), Site Recovery Manager (SRM), Distributed Resource Scheduler (DRS), Resource Pools, Raw Device Mapping (RDM), vMotion, Storage vMotion, and MSCS.
• Troubleshoot and resolve issues related to high availability and disaster recovery configurations.
• Manage vSwitch, Dynamic vSwitch, port groups, security settings, and teaming configurations to ensure efficient networking within the virtual environment.
• Create and maintain accurate documentation, including SOPs, SLAs (Service Level Agreements), and change management logs.
• Ensure the smooth operation of virtual infrastructure on a 24/7 basis, responding to incidents and outages promptly.
• Provide first and second-line support for virtual infrastructure-related incidents and escalate issues as necessary.

• Bachelor's degree in computer science or a related field.
• Minimum 2 - 4 years of experience in technical support or a related field.
• In-depth knowledge and hands-on experience with VMware vSphere, Hyper-V, and related virtual infrastructure technologies.
• Strong understanding of networking concepts, including vSwitch, Dynamic vSwitch, and port group management.
• Proficiency in virtual machine migrations, vMotion, Storage vMotion, and HA/DR configurations.
• Experience with infrastructure monitoring tools such as vCenter, SCVMM, VeeamONE, or similar tools.
• Strong analytical and troubleshooting skills with the ability to resolve complex virtual infrastructure issues.
• Strong documentation skills for creating SOPs, technical documentation, and reports.
• Familiarity with change management processes and best practices.

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1 month ago Be among the first 25 applicants

Inbox is seeking a highly skilled and proactive Technical Support Specialist to manage and optimize our virtual infrastructure environment. This role will involve administering, designing, and deploying VMware and Hyper-V products while ensuring the performance, availability, and reliability of both virtual and physical infrastructure. The ideal candidate will have extensive experience in managing virtual environments, troubleshooting complex issues, and maintaining documentation to support continuous operations.

Responsibilities

• Administer, configure, and maintain virtual infrastructure solutions using VMware and Hyper-V products.
• Design, deploy, and optimize virtual environments based on business needs and capacity planning
• Perform detailed performance tuning for both virtual and physical infrastructure.
• Conduct capacity planning and forecasting to ensure optimal resource utilization and scalability
• Configure and manage Virtual Infrastructure High Availability (HA), Site Recovery Manager (SRM), Distributed Resource Scheduler (DRS), Resource Pools, Raw Device Mapping (RDM), vMotion, Storage vMotion, and MSCS.
• Troubleshoot and resolve issues related to high availability and disaster recovery configurations
• Manage vSwitch, Dynamic vSwitch, port groups, security settings, and teaming configurations to ensure efficient networking within the virtual environment
• Create and maintain accurate documentation, including SOPs, SLAs (Service Level Agreements), and change management logs
• Ensure the smooth operation of virtual infrastructure on a 24/7 basis, responding to incidents and outages promptly.
• Provide first and second-line support for virtual infrastructure-related incidents and escalate issues as necessary
  
  

Requirements

• Bachelor's degree in computer science or a related field
• Minimum 2 - 4 years of experience in technical support or a related field
• In-depth knowledge and hands-on experience with VMware vSphere, Hyper-V, and related virtual infrastructure technologies.
• Strong understanding of networking concepts, including vSwitch, Dynamic vSwitch, and port group management.
• Proficiency in virtual machine migrations, vMotion, Storage vMotion, and HA/DR configurations
• Experience with infrastructure monitoring tools such as vCenter, SCVMM, VeeamONE, or similar tools
• Strong analytical and troubleshooting skills with the ability to resolve complex virtual infrastructure issues
• Strong documentation skills for creating SOPs, technical documentation, and reports.
• Familiarity with change management processes and best practices

Seniority level

• Seniority level Associate

Employment type

• Employment type Contract

Job function

• Job function Other
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Inbox Business Technologies by 2x

Client Systems Technical Support Administrator WASH Specialist( Strategic & Technical Support)Retainer Contract Remote Support Center (RSC) Quality Auditor EdTech Specialist / Supervisor – LMS Implementation & Support Specialist/Expert OSS/SD Operations & Support (Proactive Pipeline)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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Job Description : EyeCure Soft is looking for a detail oriented and technically skilled

Technical Support Officer

to join our team and help us ensure an excellent user experience for our customers. Role As a Technical Support Officer, you will be the first line of support for clients facing software-related issues. You will provide troubleshooting, technical guidance, and problem resolution to end users, while collaborating with internal teams to improve product performance and customer satisfaction. Key Responsibilities Respond to customer inquiries. Troubleshoot software problems and provide clear, step-by-step solutions. Document technical issues, resolutions, and customer interactions. Assist in onboarding new clients by providing training and support materials. Test software updates and provide feedback before release. Job Specification :

Requirements DAE /Bachelor’s degree in Information Technology, or related field. 1–3 years of experience in a technical support or helpdesk role. Excellent communication and problem-solving skills. Familiarity with Windows and web-based applications. Ability to grasp new software tools and platforms quickly. Basic understanding of databases, networking, Windows installation & trouble shoot Job Rewards and Benefits : Communication,Incentive Bonus,Leaves,Provident Fund,Transport #J-18808-Ljbffr

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

The Division

Jonas Club Software helps clubs thrive by focusing on the creation of exceptional experiences. These experiences are delivered through industry leading services, integrated applications, innovative technology, and long-term partnerships with the clubs.

Division Link:

Jonas Synergy ( Position

We are seeking an enthusiastic, career-oriented Technical Support Specialist Trainee. The ideal candidate will have exceptional communication skills, a strong technical background, and a customer-first mindset. This role involves troubleshooting and resolving technical issues for clients using our Club Software products, as well as supporting a variety of other offerings. You will collaborate with teams and departments to ensure seamless service delivery and client satisfaction. The position will be based at our Contour office, and you will work closely with clients and internal teams to provide superior service in a fast-paced, service-driven environment.

Key Responsibilities

Customer Support & Issue Resolution: Assist clients with technical issues and inquiries via email, phone, ticketing systems, and live chat. Troubleshoot software-related problems and offer timely resolutions, ensuring professional user experience. Technical Troubleshooting & Escalation: Act as a Tier 2 support level for complex technical issues such as network/server problems, database inquiries, and operating system issues. Escalate unresolved issues to the appropriate development teams. Product Knowledge & Guidance: Provide product knowledge and training to clients, suggest software upgrades, and help clients maximize the value of our software products. Ensure clients understand how to use software effectively and provide guidance for best practices. Service-Related Support: Support clients with service inquiries, membership upgrades, event bookings, and other client needs to ensure smooth service delivery and customer satisfaction. Database Management & Technical Support: Utilize SQL knowledge to query databases and troubleshoot technical issues. Support the installation of server/client applications and assist with software updates and troubleshooting network/server issues. Event & Service Support: Provide hands-on support for club events and manage member access to exclusive offerings, ensuring top-notch service to members. Monitor & Improve Satisfaction: Proactively monitor and track client feedback and service-related issues to identify areas of improvement and take action to enhance user experience. Time Management & Prioritization: Prioritize and manage multiple requests effectively, ensuring adherence to Service Level Agreements (SLAs) and timely issue resolution. Ownership & Accountability: Take ownership of client issues from initiation through resolution, ensuring thorough follow-ups and timely completion.

Skills & Qualifications

Communication Skills: Exceptional verbal and written communication in English. Ability to explain technical concepts to both technical and non-technical clients in a clear and professional manner. Technical Proficiency: Strong working knowledge of Microsoft Office and website applications. Experience with SQL (MS SQL or MySQL), Windows Server environments, server/client application installations. Customer Service Experience: Minimum of 0-1+ years in a customer service or helpdesk environment, with a passion for problem-solving and client satisfaction. Database & Software Knowledge: Experience with database management, MS SQL Server, and scripting tools/languages (e.g., C#). Knowledge of Microsoft Azure and Virtual Server environments is a plus. Team-Oriented & Independent: Ability to work effectively both as part of a team and independently, taking ownership of issues and ensuring thorough resolution. Educational Requirements: Minimum Bachelor’s degree in Computer Science, Information Technology, or a related field. Experience: 0-1+ year in a similar role (Tier 2 technical support, application support, or customer service), with experience working in a technical support or service environment preferred. Service Minded: A passion for customer service, delivering support as you would expect to receive it, with a focus on quality, professionalism, and customer satisfaction.

Preferred Skills

Basic Accounting Knowledge: Familiarity with basic accounting principles is a plus. Experience with Ticketing Systems: Knowledge of ticketing and internal systems for tracking and resolving issues is preferred. Willingness to Learn: Enthusiastic about learning new tools and processes, especially in the context of club management systems and event coordination.

Workshift (Job Timings)

Shift Hours: Training (Probation Period): 9 AM to 5 PM Eastern Standard Time (6 PM to 3 AM Pakistan Standard Time) Post Probation Period: 6 AM to 3 PM Eastern Standard Time (3 PM to 12 AM Pakistan Standard Time) Weekend Availability: Must be willing to work on weekends when required. After Hours Support: Willingness to provide support outside standard business hours as needed.

Disclaimer:

At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here. #J-18808-Ljbffr

1 month ago Be among the first 25 applicants Inbox is seeking a highly skilled and proactive Technical Support Specialist to manage and optimize our virtual infrastructure environment. This role will involve administering, designing, and deploying VMware and Hyper-V products while ensuring the performance, availability, and reliability of both virtual and physical infrastructure. The ideal candidate will have extensive experience in managing virtual environments, troubleshooting complex issues, and maintaining documentation to support continuous operations.

Responsibilities

Administer, configure, and maintain virtual infrastructure solutions using VMware and Hyper-V products. Design, deploy, and optimize virtual environments based on business needs and capacity planning Perform detailed performance tuning for both virtual and physical infrastructure. Conduct capacity planning and forecasting to ensure optimal resource utilization and scalability Configure and manage Virtual Infrastructure High Availability (HA), Site Recovery Manager (SRM), Distributed Resource Scheduler (DRS), Resource Pools, Raw Device Mapping (RDM), vMotion, Storage vMotion, and MSCS. Troubleshoot and resolve issues related to high availability and disaster recovery configurations Manage vSwitch, Dynamic vSwitch, port groups, security settings, and teaming configurations to ensure efficient networking within the virtual environment Create and maintain accurate documentation, including SOPs, SLAs (Service Level Agreements), and change management logs Ensure the smooth operation of virtual infrastructure on a 24/7 basis, responding to incidents and outages promptly. Provide first and second-line support for virtual infrastructure-related incidents and escalate issues as necessary

Requirements

Bachelor's degree in computer science or a related field Minimum 2 - 4 years of experience in technical support or a related field In-depth knowledge and hands-on experience with VMware vSphere, Hyper-V, and related virtual infrastructure technologies. Strong understanding of networking concepts, including vSwitch, Dynamic vSwitch, and port group management. Proficiency in virtual machine migrations, vMotion, Storage vMotion, and HA/DR configurations Experience with infrastructure monitoring tools such as vCenter, SCVMM, VeeamONE, or similar tools Strong analytical and troubleshooting skills with the ability to resolve complex virtual infrastructure issues Strong documentation skills for creating SOPs, technical documentation, and reports. Familiarity with change management processes and best practices

Seniority level

Seniority level Associate Employment type

Employment type Contract Job function

Job function Other Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Inbox Business Technologies by 2x Client Systems Technical Support Administrator

WASH Specialist( Strategic & Technical Support)Retainer Contract

Remote Support Center (RSC) Quality Auditor

EdTech Specialist / Supervisor – LMS Implementation & Support

Specialist/Expert OSS/SD Operations & Support (Proactive Pipeline)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

Inbox is seeking a highly skilled and proactive Technical Support Specialist to manage and optimize our virtual infrastructure environment. This role will involve administering, designing, and deploying VMware and Hyper-V products while ensuring the performance, availability, and reliability of both virtual and physical infrastructure. The ideal candidate will have extensive experience in managing virtual environments, troubleshooting complex issues, and maintaining documentation to support continuous operations. Responsibilities

Administer, configure, and maintain virtual infrastructure solutions using VMware and Hyper-V products. Design, deploy, and optimize virtual environments based on business needs and capacity planning. Perform detailed performance tuning for both virtual and physical infrastructure. Conduct capacity planning and forecasting to ensure optimal resource utilization and scalability. Configure and manage Virtual Infrastructure High Availability (HA), Site Recovery Manager (SRM), Distributed Resource Scheduler (DRS), Resource Pools, Raw Device Mapping (RDM), vMotion, Storage vMotion, and MSCS. Troubleshoot and resolve issues related to high availability and disaster recovery configurations. Manage vSwitch, Dynamic vSwitch, port groups, security settings, and teaming configurations to ensure efficient networking within the virtual environment. Create and maintain accurate documentation, including SOPs, SLAs (Service Level Agreements), and change management logs. Ensure the smooth operation of virtual infrastructure on a 24/7 basis, responding to incidents and outages promptly. Provide first and second-line support for virtual infrastructure-related incidents and escalate issues as necessary. Bachelor's degree in computer science or a related field. Minimum 2 - 4 years of experience in technical support or a related field. In-depth knowledge and hands-on experience with VMware vSphere, Hyper-V, and related virtual infrastructure technologies. Strong understanding of networking concepts, including vSwitch, Dynamic vSwitch, and port group management. Proficiency in virtual machine migrations, vMotion, Storage vMotion, and HA/DR configurations. Experience with infrastructure monitoring tools such as vCenter, SCVMM, VeeamONE, or similar tools. Strong analytical and troubleshooting skills with the ability to resolve complex virtual infrastructure issues. Strong documentation skills for creating SOPs, technical documentation, and reports. Familiarity with change management processes and best practices.

#J-18808-Ljbffr

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

The Division

Jonas Club Software helps clubs thrive by focusing on the creation of exceptional experiences. These experiences are delivered through industry leading services, integrated applications, innovative technology, and long-term partnerships with the clubs.

Division Link: Jonas Synergy ( Position

We are seeking an enthusiastic, career-oriented Technical Support Specialist (L2) with a passion for providing excellent service. The ideal candidate will have exceptional communication skills, a strong technical background, and a customer-first mindset. This role involves troubleshooting and resolving technical issues for clients using our Club Software products, as well as supporting a variety of other offerings. You will collaborate across teams and departments to ensure seamless service delivery and client satisfaction. The position will be based at our Karachi office, and you will work closely with clients and internal teams to provide superior service in a fast-paced, service-driven environment.

Key Responsibilities

• Customer Support & Issue Resolution: Assist clients with technical issues and inquiries via email, phone, ticketing systems, and live chat. Troubleshoot software-related problems and offer timely resolutions, ensuring a professional user experience.
• Technical Troubleshooting & Escalation: Act as a Tier 2 support level for complex technical issues such as network/server problems, database inquiries, and operating system issues. Escalate unresolved issues to the appropriate development teams.
• Product Knowledge & Guidance: Provide product knowledge and training to clients, suggest software upgrades, and help clients maximize the value of our software products. Ensure clients understand how to use software effectively and provide guidance for best practices.
• Cross-Team Collaboration: Collaborate with Development, QA, and other departments like operations, membership, and event management to resolve technical and service-related issues. Work to ensure all teams are aligned on service delivery and client needs.
• Documentation & Tracking: Document and track client issues through ticketing systems to ensure timely resolution. Update status and next steps to customers regarding open cases.
• Service-Related Support: Support clients with service inquiries, membership upgrades, event bookings, and other client needs to ensure smooth service delivery and customer satisfaction.
• Database Management & Technical Support: Utilize SQL knowledge to query databases and troubleshoot technical issues. Support the installation of server/client applications and assist with software updates and troubleshooting network/server issues.
• Event & Service Support: Provide hands-on support for club events and manage member access to exclusive offerings, ensuring top-notch service to members.
• Monitor & Improve Satisfaction: Proactively monitor and track client feedback and service-related issues to identify areas of improvement and take action to enhance user experience.
• Time Management & Prioritization: Prioritize and manage multiple requests effectively, ensuring adherence to Service Level Agreements (SLAs) and timely issue resolution.
• Ownership & Accountability: Take ownership of client issues from initiation through resolution, ensuring thorough follow-ups and timely completion.
  
  

Skills & Qualifications

• Communication Skills: Exceptional verbal and written communication in English. Ability to explain technical concepts to both technical and non-technical clients in a clear and professional manner.
• Technical Proficiency: Strong working knowledge of Microsoft Office and website applications. Experience with SQL (MS SQL or MySQL), Windows Server environments, server/client application installations.
• Customer Service Experience: Minimum of 5+ years in a customer service or helpdesk environment, with a passion for problem-solving and client satisfaction.
• Database & Software Knowledge: Experience with database management, MS SQL Server, and scripting tools/languages (e.g., C#). Knowledge of Microsoft Azure and Virtual Server environments is a plus.
• Organizational Skills: Excellent multitasking and organizational skills with attention to detail and the ability to track and resolve multiple issues efficiently.
• Adaptability & Resilience: Ability to work in a fast-paced environment, adapt to new tools, and maintain a positive attitude even under pressure.
• Team-Oriented & Independent: Ability to work effectively both as part of a team and independently, taking ownership of issues and ensuring thorough resolution.
• Educational Requirements: Minimum Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: 3+ years in a similar role (Tier 2 technical support, application support, or customer service), with experience working in a technical support or service environment preferred.
• Service Minded: A passion for customer service, delivering support as you would expect to receive it, with a focus on quality, professionalism, and customer satisfaction.
  
  

Preferred Skills

• Basic Accounting Knowledge: Familiarity with basic accounting principles is a plus.
• Experience with Ticketing Systems: Knowledge of ticketing and internal systems for tracking and resolving issues is preferred.
• Willingness to Learn: Enthusiastic about learning new tools and processes, especially in the context of club management systems and event coordination.
  
  

What You’ll Bring

• A strong passion for customer service and technical problem-solving.
• Excellent communication skills to explain complex technical issues clearly.
• The ability to work in a collaborative, fast-paced, and service-driven environment.
• Strong organizational and time management skills to handle multiple requests effectively.
• A professional demeanor with the ability to maintain confidentiality and handle sensitive information.
  
  

Workshift (Job Timings)

• Shift Hours:
• Training (Probation Period): 9 AM to 5 PM Eastern Standard Time (6 PM to 3 AM Pakistan Standard Time)
• Post Probation Period: 6 AM to 3 PM Eastern Standard Time (3 PM to 12 AM Pakistan Standard Time)
• Weekend Availability: Must be willing to work on weekends when required.
• After Hours Support: Willingness to provide support outside standard business hours as needed.
  
  

Exciting Benefits We Offer

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan (Tenured Employees Only)
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment
  
  

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here. #J-18808-Ljbffr

Technical Support Specialist (L2) page is loadedTechnical Support Specialist (L2) Apply locations PER - Islamabad, PK time type Full time posted on Posted 4 Days Ago job requisition id R46715

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

The Division:

Jonas Club Software helps clubs thrive by focusing on the creation of exceptional experiences. These experiences are delivered through industry leading services, integrated applications, innovative technology, and long-term partnerships with the clubs.

Division Link: Jonas Synergy ( Position:

We are seeking an enthusiastic, career-oriented Technical Support Specialist (L2) with a passion for providing excellent service. The ideal candidate will have exceptional communication skills, a strong technical background, and a customer-first mindset. This role involves troubleshooting and resolving technical issues for clients using our Club Software products, as well as supporting a variety of other offerings. You will collaborate across teams and departments to ensure seamless service delivery and client satisfaction. The position will be based at our Karachi office, and you will work closely with clients and internal teams to provide superior service in a fast-paced, service-driven environment.

Key Responsibilities:

• Customer Support & Issue Resolution: Assist clients with technical issues and inquiries via email, phone, ticketing systems, and live chat. Troubleshoot software-related problems and offer timely resolutions, ensuring a professional user experience.
• Technical Troubleshooting & Escalation: Act as a Tier 2 support level for complex technical issues such as network/server problems, database inquiries, and operating system issues. Escalate unresolved issues to the appropriate development teams.
• Product Knowledge & Guidance: Provide product knowledge and training to clients, suggest software upgrades, and help clients maximize the value of our software products. Ensure clients understand how to use software effectively and provide guidance for best practices.
• Cross-Team Collaboration: Collaborate with Development, QA, and other departments like operations, membership, and event management to resolve technical and service-related issues. Work to ensure all teams are aligned on service delivery and client needs.
• Documentation & Tracking: Document and track client issues through ticketing systems to ensure timely resolution. Update status and next steps to customers regarding open cases.
• Service-Related Support: Support clients with service inquiries, membership upgrades, event bookings, and other client needs to ensure smooth service delivery and customer satisfaction.
• Database Management & Technical Support: Utilize SQL knowledge to query databases and troubleshoot technical issues. Support the installation of server/client applications and assist with software updates and troubleshooting network/server issues.
• Event & Service Support: Provide hands-on support for club events and manage member access to exclusive offerings, ensuring top-notch service to members.
• Monitor & Improve Satisfaction: Proactively monitor and track client feedback and service-related issues to identify areas of improvement and take action to enhance user experience.
• Time Management & Prioritization: Prioritize and manage multiple requests effectively, ensuring adherence to Service Level Agreements (SLAs) and timely issue resolution.
• Ownership & Accountability: Take ownership of client issues from initiation through resolution, ensuring thorough follow-ups and timely completion.

Skills & Qualifications:
• Communication Skills: Exceptional verbal and written communication in English. Ability to explain technical concepts to both technical and non-technical clients in a clear and professional manner.
• Technical Proficiency: Strong working knowledge of Microsoft Office and website applications. Experience with SQL (MS SQL or MySQL), Windows Server environments, server/client application installations.
• Customer Service Experience: Minimum of 5+ years in a customer service or helpdesk environment, with a passion for problem-solving and client satisfaction.
• Database & Software Knowledge: Experience with database management, MS SQL Server, and scripting tools/languages (e.g., C#). Knowledge of Microsoft Azure and Virtual Server environments is a plus.
• Organizational Skills: Excellent multitasking and organizational skills with attention to detail and the ability to track and resolve multiple issues efficiently.
• Adaptability & Resilience: Ability to work in a fast-paced environment, adapt to new tools, and maintain a positive attitude even under pressure.
• Team-Oriented & Independent: Ability to work effectively both as part of a team and independently, taking ownership of issues and ensuring thorough resolution.
• Educational Requirements: Minimum Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: 3+ years in a similar role (Tier 2 technical support, application support, or customer service), with experience working in a technical support or service environment preferred.
• Service Minded: A passion for customer service, delivering support as you would expect to receive it, with a focus on quality, professionalism, and customer satisfaction.
Preferred Skills:
• Basic Accounting Knowledge: Familiarity with basic accounting principles is a plus.
• Experience with Ticketing Systems: Knowledge of ticketing and internal systems for tracking and resolving issues is preferred.
• Willingness to Learn: Enthusiastic about learning new tools and processes, especially in the context of club management systems and event coordination.

What You’ll Bring:
• A strong passion for customer service and technical problem-solving.
• Excellent communication skills to explain complex technical issues clearly.
• The ability to work in a collaborative, fast-paced, and service-driven environment.
• Strong organizational and time management skills to handle multiple requests effectively.
• A professional demeanor with the ability to maintain confidentiality and handle sensitive information.
Workshift (Job Timings):
• Shift Hours:
• Training (Probation Period): 9 AM to 5 PM Eastern Standard Time (6 PM to 3 AM Pakistan Standard Time)
• Post Probation Period: 6 AM to 3 PM Eastern Standard Time (3 PM to 12 AM Pakistan Standard Time)
• Weekend Availability: Must be willing to work on weekends when required.
• After Hours Support: Willingness to provide support outside standard business hours as needed.

Exciting Benefits we offer:

• Market-leading Salary

• Medical Coverage – Self & Dependents

• Parents Medical Coverage

• Provident Fund

• Employee Performance-based bonuses

• Home Internet Subsidy

• Conveyance Allowance

• Profit Sharing Plan (Tenured Employees Only)

• Life Benefit

• Child Care Facility

• Company Provided Lunch/Dinner

• Professional Development Budget

• Recreational area for in-house games

• Sporadic On-shore training opportunities

• Friendly work environment

• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.

Similar Jobs (2) Software Support Analyst locations PER - Islamabad, PK time type Full time posted on Posted 6 Days AgoTechnical Services Engineer locations 3 Locations time type Full time posted on Posted 21 Days Ago

As a subsidiary of CSI, Contour Software serves as a dedicated Global Centre, currently housing employees and teams for more than 150 Divisional and Corporate departments. Contour employees are key players in implementing, supporting, extending, enhancing, and renewing enterprise systems that run thousands of medium and large businesses, as well as public institutions, globally!

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Technical Support Representative - REMOTE
CyberNet Communications, Pakistan

Degree/Diploma in Computer Science, Engineering or related field

• Great organizational and interpersonal skills
• Someone who is flexible and proactive
• Creative mindset, problem solver, service oriented and self-learning skills
• Innovative attitude, stress resistant, team player, flexible
• Previous industry experience in 24 x 7?Network Operation Center or call Center
• Working hours are from 6 PM-2 AM Pacific Time zone on Monday, Tuesday, and Wednesday , Thursday and Friday are off, then we continue on Saturday-Sunday from 9AM-6 PM

Job Description:

• Identifies, investigates and resolves users' problems with computer software and hardware
• Deliver service and support to end-users using and operating automated call distribution phone software and emails and troubleshoot issues.
• Proactively monitor and respond to events, error conditions and threshold events in network monitoring system and troubleshoot events
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Follow standard processes and procedures
• Identify and troubleshoot issues per Client specifications
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated tracking software
• Stay current with system information, changes, and updates

Job Specification

Job requirements:

• Excellent written and oral English skills
• Excellent technical, diagnostic, and troubleshooting skills
• Being capable to manage between 20-30 inbound calls per shift and troubleshoot technical issues
• Working knowledge of Microsoft Office (MS Work, Excel etc), Adobe PDF and other basic business productivity software
• Working knowledge of IT system fundamentals and system management tasks
• Working knowledge of networking principles and operating systems
• Ability to clearly document and articulate technical issues in English
• Must be reliable and dependable, self-motivated and demonstrate a willingness to learn
• Ability to work closely with peers and other teams

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